Housing Applications Coordinator

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Posting Information:
This posting is for an existing vacancy.

Term: 18 months

This position is being offered as a Secondment or contract opportunity.

The internal posting deadline for this position is April 16 2026 at 11:59PM

Job Description:

Primary Purpose

The Housing Applications Coordinator supports students and their families as they navigate the on-campus housing application process. This role ensures each student receives timely andaccurate guidance whether through direct assistance or proactive improvements to service delivery.

The incumbent manages student inquiries through theJira Service Management systemand the StarRez housing portal resolves Tier 1 questions and escalates complex issues inquiry tracking feedback collection and reporting theHousing Applications Coordinator contributes to a welcoming and seamless experience for all students engaging with Campus Housingwith afocuson service excellence and issueresolution.

Key Accountabilities

Student Inquiry and Application Support

Serves as the first point of contact for student housing application inquiries received through Jira Service Management andStarRez.

Provides accurate compassionate and solutions-oriented responses to Tier 1 questions.

Identifiesand escalatescomplex orspecialized issuestoappropriate CampusHousingstaff membersor campus partners.

Ensuresstudent interactions align with Campus Housingscustomer care pledge and uphold service standards.

Applies an equity-informed trauma-aware and accessibility-focused approach to student service ensuring support is responsive to diverse student needs and compliant with accessibility and privacy requirements.

Inquiry Management and Workflow Coordination

Initiatesand overseesthe student-facing Jira service queue to ensuretimelytriage assignment and resolution of inquiriesincluding thosesubmittedby email phone and the Jira service queue.

Tracksinquiry volume response times and resolution rates toidentifyareas for improvementand makesrecommendationsfor efficiencies.

Develops andmaintainsworkflow documentation and standard responses to supportcontinuityof service and effective knowledge transfer within Campus Housing.

Collaborateswith colleagues to refine internal processes and enhance student response efficiency.

Student Feedback and Continuous Improvement

Supportsthe design and facilitation of student feedback opportunities (e.g. focus groups surveys informal check-ins) to better understand the housing application experience.

Compilesand summarizesfeedback for use in service improvement initiatives.

UnderstandsStarRezbest practices to meet student needs through continuous feedback to teamsdevelopingfeatures within theStarRezsuite of products.

CollaborateswiththeCommunications and Marketingteamto update FAQs guides and web content based on common student questions.

Actively engages in Agile/Scrum department methodologies to streamline processes and deliver valuable outcomes.

Data Reporting and Insights

Producesreports that summarize student inquiry trends response metrics and emerging service needs.

Translatesdata into actionableprioritizedrecommendations that enhance communication technology use and process design.

Contributesto term-based reviews and planning discussions within the Occupancy and Marketing Services team.

Collaboration and Service Excellence

Worksclosely with Advisors Housing Services and other team members tomaintainconsistent and high-quality student support.

Collaborateswith campus partners such asAccessAbilityServices the Registrars Office and Information Systems & Technology to resolve cross-functional issuesand escalations.

Supportsa culture of collaboration inclusion and empathy in all interactions with students and colleagues.

Required Qualifications

Education

Post-secondary diploma or degree in business communications information systems or a related field.

Experience

Experience in a student service or customer-facing role that requires empathy clear communication and problem-solving.

Experience using Jira Service Management customer service systemsMicrosoft 360 productsor similar ticketing software.

Experience generating data reports or analyzing service trends considered an asset.

Knowledge/Skills/Abilities

Demonstrated commitment to exceptional student service and communication.

Strong problem-solving ability with sound judgment for escalation.

Excellent written and verbal communication skills with attention to clarity and tone.

Comfortable working within software systems ( Jira Microsoft 365) and learning new tools quickly.

Organized detail-oriented and able to manage multiple priorities during peak activity periods.

Demonstrated ability to handle sensitive information with discretion and professionalism.

Ability to work collaboratively in a diverse team environment.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research learning teaching and community building and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students faculty and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity anti-racism and inclusion. As such we encourage applications from candidates who have been historically disadvantaged and marginalized including applicants who identify as First Nations Métis and/or Inuk (Inuit) Black racialized a person with a disability women and/or 2SLGBTQ.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application interview or workplace accommodation requests please contact Human Resources or ext. 45935.